Table of Contents

1. General Questions

• 1.1. What is the difference between Unix accounts and Windows accounts?
• 1.2. How do I change my billing information?
• 1.3. How do I change my contact information?
• 1.4. Can I accept credit card on my site? Will it be secure?
• 1.5. What is SSL?
• 1.6. I lost my password, what should I do?
• 1.7. What happens if I exceed my data transfer limit?
• 1.8. Can I purchase additional disk space?
• 1.9. What happens if I purchase additional resource in the middle of the month?
• 1.10. How do I open my SiteStudio?

2. Web

• 2.1. How do I disable directory listings?

3. Mail

• 3.1. I have difficulties in retrieving mail using Netscape. I can't log into my mail account because the account user name now takes the form of the full e-mail address.
• 3.2. How do I pop in to pick up my virtual domain email?
• 3.3. I can't send mail with Outlook Express. I get a rcpthosts error.
• 3.4. How do I get FormMail working?

4. FTP

• 4.1. Anonymous FTP users don't see the content of my directory.
• 4.2. How come my virtual FTP users can browse my root directory?

5. Troubleshooting

• 5.1. When I'm trying to connect to my account using FTP, the system doesn't respond for some time and then logs out with an error.
• 5.2. I am getting errors with FrontPage.
• 5.3. My webalizer doesn't work. What's the problem?
• 5.4. The online file browser shows the zips as compressed files and offers to decompress them, but fails to do it.
• 5.5. I get “Failed to add new resource over the hard credit” message when I'm trying to create a new resource.
• 5.6. ASP is not working, however the button next to this resource on the Domain Web Service page is set to ON.
• 5.7. My SiteStudio doesn't work correctly.
• 5.8. I can't install EasyApp applications right on www.example.com, but on www.example.com/application_name/

1. General Questions

1.1. What is the difference between Unix accounts and Windows accounts?

Unix provides secure and reliable environment perfect for most of the hosting needs, but sometimes you want to take advantage of some Windows applications such as MS Access, ASP scripting. For that you might want to use NT.

1.2. How do I change my billing information?

Go to Billing->Billing Info menu, and click the Change Billing Info button.

1.3. How do I change my contact information?

Go to Acct. Preferences->Contact Info and edit your contact information.

1.4. Can I accept credit card on my site? Will it be secure?

Yes, H-Sphere supports secure transaction protocol, such as SSL.

1.5. What is SSL?

The SSL security protocol provides data encryption, server authentication, message integrity, and optional client authentication for a TCP/IP connection. Because SSL is built into all major browsers and web servers, simply installing a digital certificate turns on their SSL capabilities.

1.6. I lost my password, what should I do?

Go to the control panel site. Click on the link "forgot password" right under the login box, and follow the instructions. The system will send you an e-mail message with your login info.

1.7. What happens if I exceed my data transfer limit?

Any data transfer in excess of plan threshold will be charged at the end of the billing period.

1.8. Can I purchase additional disk space?

Additional disk space can be purchased through H-Sphere.

1.9. What happens if I purchase additional resource in the middle of the month?

This depends on the resource type. For billing period resource, you'll be charged a full setup fee and a recurrent fee prorated to the time remaining to the current billing period closure. For monthly resources, you'll be charged a full recurrent fee.

1.10. How do I open my SiteStudio?

You need to log into your control panel first, then click the SiteStudio icon.

2. Web

2.1. How do I disable directory listings?

To disable directory listing (directory Indexes):

1. Log into your control panel.
2. Click the Web Options link.
3. In the Settings field select Disabled for the Indexes setting.
4. Click Submit.
5. Click the Apply link to restart Apache with the new settings.

3. Mail

3.1. I have difficulties in retrieving mail using Netscape. I can't log into my mail account because the account user name now takes the form of the full e-mail address.

Write mail server login name in the Netscape preferences with the % character instead of the @ sign, e.g. login: username%domain.com

3.2. How do I pop in to pick up my virtual domain email?

Virtual domain users need to use the following format for thier user name when popping in:
    user%virtual_domain_name
Eudora might require the following syntax:
    user%virtual_domain_name@pophost
Microsoft clients may take the following syntax:
    user@virtual_domain
If you don't include the %virtual_domain_name, vpopmail will assume it is either a /etc/passwd user or a vpop user in ~vpopmail/users or configured with “default domain”.

3.3. I can't send mail with Outlook Express. I get a rcpthosts error.

Before you can send email using your smtp server you need to set up outlook express to download email from the same mail server using POP3. When the POP3 box is checked, you can send emails within the next 15-30 minutes.

3.4. How do I get FormMail working?

It's a perl script. You need to add .pl as extention for CGI. You can find it on the web options page.

5. FTP

4.1. Anonymous FTP users don't see the content of my directory.

Anonymous FTP users can't enter your root directory. They can enter only the directory you dedicated for anonymous ftp users.

4.2. How come my virtual FTP users can browse my root directory?

Your virtual FTP users can have access to more than one virtual FTP directory, so you need to allow them to enter the root dir. You can use FTP subaccounts to restrict their access to only one directory.

6. Troubleshooting

5.1. When I'm trying to connect to my account using FTP, the system doesn't respond for some time and then logs out with an error.

Use FTP active mode (disable passive). It is in your computer's FTP configuration.

5.2. I am getting errors with FrontPage.

Try switching it off and back on.

5.3. My webalizer doesn't work. What's the problem?

One possible reason can be that you are approaching your disk quota. Webalizer needs at least 2 MB unused disk space to function properly.

5.4. The online file browser shows the zips as compressed files and offers to decompress them, but fails to do it.

WebShell can decompress only those files that are located inside the /usr/local/bin directory. If it's not there, just create a link.

5.5. I get “Failed to add new resource over the hard credit” message when I'm trying to create a new resource.

This means you have reached your Credit Limit. For example, you've used all your money on your balance if you pay by check, or your credit card expired/was broken and failed to be charged. In this case you'll still be able to run your hosting account (with recurrent and extra usage payment accrued), but you won't be able to create any new resource (neither paid nor free).

5.6. ASP is not working, however the button next to this resource on the Domain Web Service page is set to ON.

Check if the *.asp files are not included into SSI section. It's a common mistake. If you set the *.asp files to be lauched via SSI library, set ASP to OFF, delete the *.asp extension from SSI list and then set ASP to ON again.

5.7. My SiteStudio doesn't work correctly.

Check with SiteStudio User FAQ.

5.8. I can't install EasyApp applications right on www.example.com, but on www.example.com/application_name/

Unfortunately, this feature has not been implemented so far. As a solution, you can:

• set up a redirection rule in your control panel
• create a meta refresh tag in your index.html file